Lawyers Defence Group » Complaint Handling

Draft Complaint Policy

admin — Tue, 13 Dec 2011 17:51:43 +0000

The following draft policy can be adapted by you to suit the needs of your practice. Used in conjunction with the item on implementing a draft policy it should make easier the task of putting such a policy into force.

The draft has been written to take account of the needs of different types and sizes of practice and addresses complaint policies for solicitors, legal executives and licensed conveyancers.

The content of this section is available to registered members of our web site. Registration is free. Just go to the registration page and fill in your user name and email address. When you then log in all of the information will be available to you.

Alternatively, if you require specific assistance in dealing with a particular complaint or simply need help putting in place a new complaints procedure, then the Lawyers Defence Group can assist you.

You can contact the Lawyers Defence Group by:

phoning us on 0333 888 4070,
emailing us at help [Email address: help #AT# lawyersdefencegroup.org.uk - replace #AT# with @ ],
requesting a callback using the form in the right hand menu and someone will call you back at a pre-arranged time, or
writing to Lawyers Defence Group, Richard Nelson LLP, Priory Court, 1 Derby Road, Nottingham, NG9 2TA.

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(revised December 2011)

Implementing a complaint handling procedure

admin — Tue, 13 Dec 2011 17:50:51 +0000

Introduction

Knowing why you need a complaint handling process may be an essential step, but actually getting down to producing a policy which deals with all of the appropriate issues is quite another. In this section we look at some of the factors to be borne in mind and some of the issues which will need to be addressed. This, combined with our draft complaint policy for clients, should help to make the task an easier one.

You can contact the Lawyers Defence Group by:

phoning us on 0333 888 4070,
emailing us at help [Email address: help #AT# lawyersdefencegroup.org.uk - replace #AT# with @ ],
requesting a callback using the form in the right hand menu and someone will call you back at a pre-arranged time, or
writing to Lawyers Defence Group, Richard Nelson LLP, Priory Court, 1 Derby Road, Nottingham, NG9 2TA.

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(revised December 2011)

Need for complaint procedure

admin — Tue, 13 Dec 2011 17:49:53 +0000

Introduction

There are a number of very good reasons why a firm should – indeed must – have a complaint handling system. Some of those reasons are regulatory whilst others, often the most convincing arguments, are practical, business-focused and competitive.

In this section we will look at both the practical and regulatory imperatives for having a complaint handling system – not simply from the perspective of solicitors, but also from the point of view of barristers, licensed conveyancers, legal executives and patent or trade mark attorneys.

You can contact the Lawyers Defence Group by:

phoning us on 0333 888 4070,
emailing us at help [Email address: help #AT# lawyersdefencegroup.org.uk - replace #AT# with @ ],
requesting a callback using the form in the right hand menu and someone will call you back at a pre-arranged time, or
writing to Lawyers Defence Group, Richard Nelson LLP, Priory Court, 1 Derby Road, Nottingham, NG9 2TA.

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(revised December 2011)

Complaint Handling

admin — Tue, 13 Dec 2011 17:46:09 +0000

Introduction

Keeping clients happy is not always easy, no matter how well you do the job and how little you charge. Fortunately, in the vast majority of cases, clients are satisfied with the services which they receive from their solicitor, barrister, legal executive or other lawyer. Every so often, however, things either do not go according to plan or the client feels let down. This may be because the lawyer has not done good a job, it may be because the client has not obtained the result he or she wanted or it may simply be that the client has not understood what was being done and what the likely outcome would be.

Whatever the reason for the dissatisfaction, the problem needs to be addressed in such a way that the client is happy with the outcome and the firm is not left in a position where time, resources and money have been unnecessarily expended.

All firms need to adopt and implement an effective, robust and transparent complaint handling process. To help you in dealing with this we have compiled a series of guides which provide an introduction to complaint handling and look specifically at:

All of these items are available to registered members of our web site. Registration is free. Just go to the registration page and fill in your user name and email address. When you then log in all of the information will be available to you.

phoning us on 0333 888 4070,
emailing us at help [Email address: help #AT# lawyersdefencegroup.org.uk - replace #AT# with @ ],
requesting a callback using the form in the right hand menu and someone will call you back at a pre-arranged time, or
writing to Lawyers Defence Group, Richard Nelson LLP, Priory Court, 1 Derby Road, Nottingham, NG9 2TA,

You need to be logged in to see this part of the post

(revised December 2011)

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